Clinic Coordinator - Mon-Fri 8:30am-5pm

Reporting to the Practice Manager, this mission-critical position handles administrative tasks on the clinic floor, including scheduling appointments, liaising among patients, families, providers, and leadership, and triaging requests using institutional and technical knowledge.

Responsibilities

• Appointment Scheduling
  • Accurately schedules complex appointment sets across disciplines for oncology patients in accordance with scheduling guidelines.
  • Monitors scheduling reports to ensure accuracy and optimize resource utilization.
  • Maintains confidentiality of Protected Health Information (PHI).
  • Demonstrates strategic thinking, rapid learning, multitasking, and adaptability in a dynamic environment.
  • Participates in training new team members as requested.
• Patient Experience
  • Delivers outstanding customer service to internal and external customers.
  • Responds to customer needs in a timely, accurate, and curious manner.
  • De-escalates patient grievances while maintaining customer service standards and involving leadership as needed.
• Communication and Collaboration
  • Effectively communicates across leadership levels and with diverse audiences.
  • Synthesizes and communicates complex information in patient-friendly terms.
  • Obtains detailed scheduling information via face-to-face interactions, telephone, or electronically (e.g., triaging calls, double-identifying patients, printing paperwork, coordinating schedules, acquiring verbal orders).
  • Works effectively as a team member and across functional teams.
  • Fosters shared responsibility among the team.
• Emergency Response
  • Recognizes emergencies and responds appropriately using standard operating procedures.
• Regulatory Compliance and Quality Improvement
  • Complies with Dana-Farber Cancer Institute (DFCI) policies and procedures.
  • Understands role in achieving successful Joint Commission accreditation.
  • Ensures HIPAA compliance.
  • Completes assigned AEU and Health Stream competencies.
  • Executes registration-related processes, including:
    • Partners Patient Gateway Enrollment
    • MASS HiWay
    • Medicare Secondary Patient Questionnaire (MSPQ)
    • Massachusetts Medical Orders for Life-Sustaining Treatment (MOLST)
    • Release of Patient Information
  • Actively participates in and provides feedback on quality improvement projects.
• Information Technology
  • Maintains competency in systems including Epic, Real Time Locating System (RTLS), and Outlook.
  • Actively engages in system upgrades and operational changes.
  • Handles distribution, maintenance, cleaning, and troubleshooting of patient-use iPads.

Qualifications

• High school diploma (bachelor’s degree preferred).
• Experience in a customer service setting preferred.
• Proficiency in technology and complex computer systems required.

Skills

• Excellent verbal and written communication skills.
• Strong customer service orientation.
• Ability to function as an integral team member.
• Strong organizational and multitasking skills.
• Problem-solving and critical-thinking abilities.
• Flexibility to take on additional responsibilities as needed.
• Ability to adapt to an ever-changing environment.

Additional Details

• Supervisory Responsibilities: None.
• Patient Contact: Yes, including in-person, telephone, written, or email communication. Age populations served depend on clinical assignment (pediatric or adult). May include wheelchair escort services.

Pay

$45,500.00 - $54,400.00